Current Issue

High-profile security breaches continue to highlight the significance of fraud in the contact centre.

With data being stolen and customers being scammed out of large sums, the reputational and economic cost of these breaches for customer-facing businesses can be huge.

In many ways, the contact centre represents the perfect storm for these kinds of security problems.

On the one hand, we have contact centre agents who must deal with high workloads using the tools they have available to them.

On the other hand, we have smart, determined fraudsters who are well versed in exploiting system vulnerabilities.

With that in mind, and with security an increasing concern, how can companies in the telecoms sector improve security in the contact centre to better protect themselves – and more importantly their customers?